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 Overview:
Role Purpose
Role Purpose
The purpose of the role is to manage delivery within an accountby driving various projects, operations and delivery governance,ensuring right talent supply chain to optimize customer satisfaction andcost of delivery
Do
Delivery Management
Ensure seamless delivery of projects in an account
Interact with presales team during RFP stage/ inception of theproject to ensure right solution is proposed to the customer
Drive and deploy account/ project delivery structure by evaluatingthe budget, costs, risks and staffing requirement
Ensure 100% adherence to Program and Project charter in terms ofschedule, quality, efforts and costs
Ensure 100% compliance to Project SLA’s, information securityprotocols and etc (all customer’s contractual obligations)
Monitor and take appropriate actions on internal and external auditfindings to ensure no major non-compliance/ deviation from the SLA
Drive account health across projects by adhering to program andproject management norms on all key performance metrics
Conduct periodic cadence with the quality team to take proactivemeasures to resolves issues/ possible escalations
Conducts periodic cadence with Workforce Management Group (WMG) toensure 100% fulfillment as per the program/ project requirement
Regularly audit quality (QA) status of delivery and engage QA teamto ensure adherence to Quality Assurance standards and processes
Minimize process exceptions and deviations (schedule, cost) from theactual project plan
Maintain Program and Project structure in Confluence & SAP inline with prevailing business requirements and norms
Ensure expected ramp down (ERD) compliance as committed in MSA
Client Relationship Management
Engage with client to deploy multiple solutions within/ across SLsto creates a stronger value proposition for clients and enhance share ofbusiness
Conduct regular customer connects (meetings/ visits/ video-conference) to understand customer’s current & future needsand seek feedback to improve delivery methodology/ timelines/ resourceallocation
Identify and close early warnings on a project to avoid any customerescalations
Plan and participate in Quarterly Business Reviews (QBR) along withAccount Delivery Head (ADH) with the client management/ leadership teamto drive improvement actions and mine for a new portfolio/ opportunitywithin the account
Identify and nurture champions within client organization throughfrequent connects and delivery excellence to maintain long-termrelationship
Delivery governance across the program/ projects
Review MIS and reports to monitor and track overall project/ accountdelivery management, diving deep into problem accounts/projects withrelevant PgMs, PMs
Conduct periodic reviews with the team (PgMs, PMs) on operational,quality and fulfillment parameters and new idea generation & itsimplementation on existing projects
Identify and resolve potential risks or early warning signs onproject delivery to drive for ZERO surprise escalations and eliminateany revenue leakage
Resolve project escalations that happen in an expedited fashionensuring root cause identification and permanent closure
Mentor and groom PgMs/ PMs on client and account managementleadership to enable more hands-off delegation
Review and monitor revenue allocations/ realization to avoid OBrevenue leakage
Provide inputs to delivery leadership team on overall deliveryperformance parameters (project heath, utilization, realization etc) atan account level during reviews highlighting any critical projectescalations and potential risks
Enable revenue growth of an account within own accounts
Support pre-sales team to create and propose relevant solutionsto the customer requirements/ request for proposals for a project in anaccount
Support sales team with acquisition and traction of new deals byunderstanding the customer needs thereby ensuring higher conversion rate
Gather information from PgMs, PMs and sales to identifyopportunities for deployment of new technology, growth solutions andservices in the accounts by bringing SL practices/ other capabilitiesfor client solutioning
Monitor and Track accounting activities to ensure timely billingconsolidation, invoicing and reconciliation activities to ensure cleanand orderly book-keeping
Operational Excellence within own accounts
Automation Focus
Identify automation opportunities and drive value adds across theprogram/ projects
Deploy next generation hyper automation and crowdsourcinginitiatives in coordination with Holmes RO team to enhance productivity,quality and speed of delivery
Innovation Focus
Brainstorm with the team to identify improvement opportunities andinitiatives to further improve quality, delivery speed and productivityparameters
Drive value adds and BVMs; showcase them to customer in MRM &QBR to drive growth
Plan for periodic idea campaign at account level and share the topideas with customer during MRM / QBR
Drive and deploy Knowledge Management across the accounts
Contribute in internal knowledge sharing initiatives at Wipro bydriving internal training sessions, best practices, learnings, valueadds and BVMs and deploys best practices in various projects within ownaccount
Deploy the Wipro’s knowledge management portal across theaccount and monitor & track trainings
Capability Development and Talent Pipeline Creation
Demand forecasting in line with business requirements
Spearhead quarterly demand forecasting and resource planning alignedto requirements of the account/ projects
Create and deploy a workplan to fulfil the required demand from allthe talent channels including external (lateral, contractors etc) hiringin coordination with WMG/ CWMG and Talent Acquisition team
Anticipate new skills/ upcoming technologies required to deliver theproject and ensure the team is trained or right talent is inducted intothe project as per the skill requirements
Drive 100% compliance on trainings and upskilling requirements
Prioritize and identify essential and upcoming technical skillsrequired across programs/ projects to facilitate and drive right supplychain
Identify and deploy multi-skilling upgradation model along withworkforce transformation team
Drive towards 100% mandatory training compliance for the targetpopulation within an account
Plan and drive rotations for seed positions and ensure replacementplan to be arrived ahead of rotations
Quarterly connect with critical talent to understand theiraspirations and create their learning maps along with project managersand HRBP
Fresher engagement program
Ensure a stable arrangement and assimilation of rookie withinaccounts in coordination with competency group team (classroomtrainings/ e-learning, certifications, on the job training etc)
Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to buildengagement within the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
ADH
Delivery strategy and governance
Global Client Partner, Client Partner
Support sales in solutioning and project delivery estimation
Holmes RO
Automation initiatives within an account
BU Quality Team/ Central Quality Team
To deploy central quality policy and framework
Legal and Compliance
For contract management
CWMG, WMG
For fulfilment and demand forecasting
Talent Transformation Team, Competency Group
To deliver specific trainings, certification programmes
GIMS
For visa processing/ stamping
Internal audit team
Audit of various accounts as per compliance
Workforce transformation team
For multi-skilling of identified resources
Pre-sales team
For solutioning for an RFP/ client requirement
HRBP
To drive HR engagement activities and resolve people relatedissues
Finance team (BU/ SL)
For COD calculation, payment/ invoice management
Procurement team
For contract management (MSA and SOW)
External
Customers
To drive business growth and relationship management
Vendors/ Partners/ OEM’s/ Contract Manufacturers
For resourcing/ contracting, trainings, technology platforms,equipments etc
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITindustry – Competent
Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment – Competent
Leveraging Technology – Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficiencies andeffectiveness in own function/ Client organization – Expert
Program Management – Execute projects with end-outcome andprocess focus, along with understanding of delivery processes and itsgovernance – Competent
Solution Focus – Apply design thinking to bring about new andnovel solutions or changes in processes, products or the way business isconducted – Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Expert
Applies the competency in all situations and is serves as a guide toothers as well.
Master
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.
Behavioral Competencies
Client centricity
Problem solving and decision making
Execution excellence and passion for results
Change agility
Passion for results
Nurturing people
Executive presence
Collaborative working
Deliver
No.
Performance Parameter
Measure
1.
Delivery Management – Client satisfaction
PCSAT and ACSAT score, Brand score, no. of customer references, SDR/QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalationfrom the customer
2.
Delivery Management – operational efficiency
Contractual adherence %, Quality index, Utilization %, cost ofdelivery target, overdue indent, 100% SLA compliance, PEI % target, 100%usage of click to bill, % SAP loss for T&M projects
3.
Delivery Management – Financials
Revenue target achievement, Operating margin %, leakage from OB torevenue, revenue per employee, CR realization target, process exceptionsto be minimized, bench cost % of total cost, underrun % target for FPPprojects, effort saving through NG-1, NG-2 initiatives
5.
Capability Building
% attrition, critical talent attrition%, % trained on new age skills,% of team trained in necessary behavioural skills, diversity ratio, %localization targets by market, billable rookie ratio, rookie/NJNBassimilation TATs, offshore mix
6.
Team Management
Team attrition %, Employee satisfaction score
